Angelos Pantouvakis

Angelos Pantouvakis was born in Athens Greece, in 1962, he studied Civil Engineering at the National Technical University of Athens, M. Eng (1985). He continued his studies at the Nottingham Business School, UK, M.B.A. (Masters in Business Administration) (1987) and he did his Ph.D. at the Judge Business School), University of Cambridge, (1997) He spends more than twenty years in the professional arena in Greece and abroad in the services sector industries. (Leading consulting firms (Delloitte & Touche, HAY), Banking (ALFA Bank, NATWEST) and Health Care sector, Maritime Sector He is at present Assistant Professor in the University of Piraeus, Department of Maritime Studies. He has published in the field of services marketing in many outlets such as Managing Service Quality, Total Quality Management and Business Excellence, Journal of Targeting, Measurement and Analysis for Marketing, Maritime Policy and Management etc. He has been awarded the Best Commented paper award from EMERALD twice (Managing Service Quality) (2011) and Total Quality Management (2014).


Identifying the latent factors of TQM and the performance outcomes: Evidence from the hotel industry of Greece

Purpose – Due to the challenges of the global competition, it has become imperative for hotels to create a competitive advantage by providing supreme service quality components. It is widely accepted that a leading force in determining service quality is Total Quality Management (TQM). Thus, the main purpose of this study is to enrich the existing literature by identifying and confirming the critical determinants of Total Quality Management as well as the dimensions of performance outcomes in Greek hotel industry.

Methodology – The research questions were examined using a sample of 152 top- and middle-level hotel-quality managers. The survey focuses on a homogeneous group of the hotel population, which includes hotels with common characteristics (stars, number of employees, location) selected via a systematic random scheme. Most of the participating hotels have been certified according to ISO 9001 or HACCP, showing their commitment to quality practices. To conduct the analysis, two measurement models were formulated. The first model includes the TQM practices, while the second contains the performance outcomes. Exploratory (EFA) and Confirmatory factor (CFA) analyses were used to extract the latent factors.

Findings – The TQM factors revealed by this empirical research in hotel industry are the quality practices of top management, process management, employee quality management, customer focus, and employee knowledge and education. The performance outcomes are summarized to the following four dimensions: financial performance, customer satisfaction, product/service quality performance and operational performance.

Practical implications – In this study, TQM adoption is decoded by determining specific TQM factors. In doing so, TQM is becoming more easily understood and implemented by hotels. Therefore, hotel managers/owners may better address their efforts by choosing whether to invest in refurbishing the establishment or better train their personnel to maximize hotel performance. They should focus on providing those services that satisfy accommodation needs of every visitor and motivate new ones.

Originality/value – The TQM factors and the dimensions of performance outcomes expand the literature on TQM in the hotel industry. This paper describes reliable and valid models comprising TQM practices and performance outcomes.


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